Contact Support

Our support team is available 20 hours a day, 7 days a week to help you with any questions or issues.

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Contact Methods

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Support Hours

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Is storekit Down? Check Platform Status

Before you troubleshoot your own setup, check status.storekit.com. It shows any incident storekit is currently investigating, and you can subscribe there to get updates by email as the incident progresses. While an incident is active:

• The dashboard, Live Orders and your customer ordering pages may be slow or fail to load. This is not caused by your device or network, so checking cables, switching browser or clearing your cache will not help.
• Your POS and in-store tills keep working — they do not depend on storekit to take payments or serve customers over the counter.
• If you already have a support chat open, our replies are also sent to your account email address, so you will see them even if you cannot load the dashboard.
• We publish progress on the status page rather than giving individual ETAs, because the timeline usually depends on the upstream provider we are waiting on.

After service is restored, things can be intermittent for a short while as systems stabilise — a page that fails on first load may work on a retry. If problems continue for you once the status page shows the incident resolved, contact us with your store name and what you are seeing.

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The Dashboard Says “Something Went Wrong”

Sometimes a dashboard action stops with a dialog titled Something went wrong, saying “Sorry, something went wrong and our developers have been notified. Try refreshing the page and trying again, or reach out on live chat for help”. This means the request your dashboard sent failed on storekit’s side, not on your device. Our engineers are alerted automatically when it happens, so you do not need to report it for us to know about it — but telling us still helps, because the alert does not say which store or which action you were working on. The dialog gives you three buttons:

• Refresh Page — reloads the dashboard. Worth trying first: many of these failures are momentary and the action succeeds on a second attempt.
• Get Help — opens live chat with the reference already filled into the message.
• Close — dismisses the dialog and leaves the page as it is. Assume the action did not save.

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Send Us the Reference Code

Under the message, the dialog shows a Reference: row with a short code in monospaced text, and a copy button next to it (hover it and it reads Copy reference ID). That code identifies the exact request that failed, so when you paste it into live chat we can pull up the log for it immediately instead of asking you to reproduce the problem. To send it:

1. Click the copy button next to the code, or select the code and copy it manually.
2. Click Get Help, or open live chat from the dashboard.
3. Paste the code, and add what you were doing when it appeared (the store, the page, and the action).

If the dashboard was unreachable or unusually slow when the dialog appeared, also check status.storekit.com — during an incident these failures are a symptom of the incident rather than a separate problem.

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Developers and API Access

storekit’s API is in early access and is granted case by case, so support cannot enable it for you over chat. Request it with the storekit MCP/API Access Request form, describing what you’re building, which stores or account it’s for, the data or actions you need, and your expected volume. If you only need to receive events from your stores, webhooks are available today without a request — see Developer Introduction.

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Before You Contact Us

To help us resolve your issue quickly, please have the following ready:

• Your store name or store URL
• A clear description of the issue
• Any relevant order numbers or screenshots
• The Reference code from any Something went wrong error you saw
• Steps you’ve already tried to resolve the issue